19
CHECK OUT
DISCHARGE
INSTRUCTIONS
APPOINTMENT
CHECK IN
AND WAIT
GO TO APPOINTMENT
THOUGHTS/
FEELINGS
“I went to one part of the office,
saw a sign that seemed to
indicate I needed to go to the
other side, and then was told to
return to the first location.”
“...it was overwhelming. I had
never been to a doctor like this
before so I [hoped] the set up
was normal for a place like this.”
“They took me back quickly but
then I waited for40 minutes.”
“I love my doctor, I’ve been seeing
her for years. We have a great
relationship.”
“We asked the same questions
every time... I guess they weren’t
being clear.”
“I was overwhelmed. I felt like
they wanted me to make really
big decisions really quickly”
C O N TINU E D
WHAT HAPPENED?
Patients reported little
trouble finding the doctor’s
office. Observations show a
great deal of confusion,
especially for initial visits.
Patient checks in with
desk staff, fills out
necessary paperwork,
and waits to be called
back.
Brought to an exam room.
Vitals taken, questions asked.
Patient waits alone for
doctor. Doctor comes in and
examines patient.
Patients experienced
trouble communicating
well with their physicians
and getting feedback in a
meaningful way.
Patient goes to check out
counter to pay for the
appointment. Sometimes
they also receive
prescriptions at this time.
EXPECTATIONS
Doctor’s office locations
will be easy to navigate
to and from.
Easy check in and
relatively short wait.
See the doctor quickly, in
and out.
Doctor gives details
about patient’s next
steps and what to expect
from their medical
condition.
Pay for appointment at
reasonable cost and
schedule follow up.
“I’m relieved I have
insurance.”
“I don’t understand how
such a short visit can cost so
much money.”
COMMON PATIENT JOURNEY
ACTION